Complaints Procedure

carfinance2u

Customer Guide to Complaints Handling Procedure

At Car Finance 2 U Ltd our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen and when they do, we will try to put things right as quickly as possible.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.

If you have a Complaint - We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated product purchased at an early stage.

You can notify us of your complaint through the following channels:

In writing: Car Finance 2U Ltd, Unit 10 Woodside Business Park, Birkenhead, Wirral, CH41 1EL

By telephone: 0151 705 6778

By email: customerservice@carfinance2u.co.uk

What happens if your complaint cannot be resolved right away? There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.

Once received, your complaint will be investigated and dealt with in the following way:

By Day 3 (following the day of the complaint) - We will endeavor, where ever possible, to resolve your complaint within 3 days, if we are able to do so we will issue a 'Summary Resolution Conclusion' in writing to you. If your complaint takes longer than 3 days to investigate we will try to provide a full reply by 5 working days (7 days). If this is not possible, as a minimum we will confirm who will be looking into your complaint.

By 4 weeks - Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

By 8 weeks - In the unlikely event that your complaint has not been resolved at an earlier stage, a director of Car Finance 2U Ltd will complete a review and write to you with a final response.

If you are still dissatisfied - If you wish to pursue your complaint further you can contact the Financial Ombudsman Service within six months of your final response. However, you will need to check that your complaint falls within its terms of reference. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to CarFinance 2 U Ltd. You can find out more about this service by contacting:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

Tel: 0800 023 4 567

http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Car Finance 2 U Limited is registered with the Information Commission under registration number Z2767768.

If you have any queries about Car Finance 2U Ltd's complaints process please contact us.